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Global Issues

Global Issues are used to designate important or frequently reported Issues that affect many users. For example, a "System Down" failure that will be reported by many users can be made into a Global Issue. Global Issues can be broadcast to all Agents, are displayed on the Agent's FootPrints Homepage, and can be displayed for customers to subscribe to it. Whenever a new Issue is reported with the same problem, the Agent (and, optionally, the customer) can link the Issue to the known Global Issue. Global Issues can be closed simultaneously with their associated GlobalLinks. This feature can save time for Agents by preventing duplicate work and can make it easier to communicate pervasive problems to all users.

Global Issues have two parts to them:

Global Issue—This is the originating problem. It is broadcast to all Agents when it is created, is available on the Homepage for setting up a link, and can optionally be broadcast to customers so that they can link to it. Agents can be restricted from creating Global Issues via their role assignment.
GlobalLinks—These are Issues linked to a Global Issue because they describe the same or a similar problem, but are reported by different users. Issues can be made GlobalLinks by Agents from the FootPrints home page or the Issue Details page. Customers can link to a Global Issue, allowing them to create their own GlobalLink automatically.

NOTE

The name of this feature depends on the name given to records in FootPrints for the system/workspace. For example, if the name "Ticket" has been defined for records in the current workspace, the Global Issue is referred to as a "Global Ticket" throughout the workspace. However, GlobalLinks are always referred to as "GlobalLinks". For consistency, all help files refer to the feature as "Global Issue".

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